Credits Policy

Ragextract is paid for with prepaid credits. This policy explains what a credit is, when credits expire, what happens when a job fails, and our position on refunds. It forms part of our Terms of Use.

What a credit is

A credit is prepaid usage of the Ragextract service. One credit is US $0.0025. Credits are not a gift certificate, a voucher, stored value, or a cash equivalent. They have no cash value, cannot be transferred between organisations, and cannot be exchanged for money.

Credits are spent on three things, and nothing else:

• Reading a document — charged once per page, when the document is ingested.
• Answering a question — charged per cell when a table is run, at the rate set on that column. Rows that bundle several documents together cost more, because each document in the bundle is read separately.
• Searching the contents of your documents — charged in blocks of one hundred searches, where such a search is run through an application you have connected to your organisation or through our API. Finding a document by its name within the Ragextract application is not a charged search.

The current rates are published on our pricing page and are shown in the application before a run.

Who can buy credits

We sell credits to businesses, and to consumers outside the European Union. We are not currently able to sell credits to consumers in the EU. If you are an EU business you can buy as normal — you will be asked for a valid EU VAT number at checkout, and we charge no VAT on the sale because you account for it yourself under the reverse charge.

If a purchase is nevertheless completed by a consumer in the EU, we will not add the credits and we will refund the payment in full. Nothing is charged and no credits are granted. This is not the discretionary reversal described below — it is a purchase we were not able to accept, and you do not need to ask for it.

If this affects you, email sales@subworkflow.ai and we will tell you when it changes.

Trial credits

We grant 2,000 trial credits to a new organisation when it is created, for sign-ups up to 29 December 2026. We may change or end that offer before that date. The grant is made once per organisation, is never made a second time, and is made only once the email address on the account has been verified. We may withhold it where sign-ups appear automated or duplicated; the account still works, it simply starts at a zero balance.

Trial credits are credits, and everything in this policy applies to them — including that a credit is prepaid usage of the service rather than stored value or a cash equivalent. They differ from credits you buy in four respects:

• They expire ninety (90) days from the day they are granted, rather than the twelve months that applies to a purchase.
• They are spent before any credits you have bought, so the ninety days only affects trial credits you never used.
• They earn no bonus, and they count as $0 towards anything that depends on what you have spent, including the account capacity described below.
• They are not a purchase. There is nothing to refund, reverse or reinstate, and the discretionary reversal described below does not apply to them.

Two things are called a “refund”

They are different, and this policy treats them differently.

Service remedy — credits, never currency

If a job fails or errors after we have charged for it, we make it good by re-granting the credits it consumed. This is automatic and does not need to be asked for. Work that errored before it was charged was never debited in the first place, so there is nothing to return.

Purchase refund — cash back for a top-up

Credit purchases are final. We do not offer cash refunds for credits as a matter of policy. This is the norm for prepaid service balances.

Expiry

Credits expire twelve (12) months from the date of purchase. Expired credits are removed from your balance and are not refundable or reinstatable. Credits are spent oldest-first, so a purchase is used before a later one expires. Trial credits expire ninety days from the date they are granted, and are spent first — see Trial credits above.

Discretionary goodwill

We will consider reversing a purchase at our discretion where both of the following are true:

• the request is made within 14 days of the purchase, and
• none of the credits from that purchase have been spent.

This exists to cover the accidental duplicate purchase and the wrong-amount typo. It is a discretion, not an entitlement, and it does not create a right to a refund in any other circumstance. To ask, email support@subworkflow.ai.

Bonus credits

Larger top-ups earn bonus credits. Bonus credits are promotional: they are never refundable in cash, and they are reversed together with the purchase that granted them — in full if the purchase is fully reversed, and proportionately if it is partly reversed.

Levels and lifetime spend

Account capacity — the size of a single upload, how many jobs run at once, and how many pages one job may contain — is set by your organisation’s cumulative net spend, not by a plan you subscribe to. If a purchase is reversed, whether by us or through a payment dispute, that amount is deducted from your cumulative spend and capacity is recalculated accordingly.

Your statutory rights

If you are a consumer, you may have a statutory right to cancel a purchase of digital content within 14 days. Because credits are supplied immediately, we ask you at checkout to confirm that you want them straight away and that you understand you lose that cancellation right once they are added to your balance. Nothing in this policy affects statutory rights that cannot be excluded.

Enterprise and invoiced accounts

Accounts governed by a separate written agreement are subject to the terms of that agreement rather than this policy, to the extent the two differ.

Questions

Email support@subworkflow.ai. For legal matters, legal@subworkflow.ai.